Tailored theempathystatement tothe reasonfor callingRecapped the callprior toending/transferringEnthusedtone fromstart tofinishOwned theresolutionwith positivephrasingProvidedclearinstructionsFollowed theproper 5-point holdprocedureUsedtoolsSharedbestpracticeswith a peerTroubleshootedthe issuebeforetransferringAskedprobingquestionsAsked "if there'sanything else toassist with" priorto transfer/callendingAnswered thecall within 10seconds (micdown vs up)Ready to takethe callMentionedtheoutboundscriptDispositionedthe callproperlyAcknowledgethe customerby their nameReassuredthe customerwith 3 powerwordsSent anACE toa peerCelebratedwins with thecustomer(reassurance)LeftdetailednotesConfirmed thereason forcalling outsideof thecompassionstatementWarmTransferAssistedin thegroupchatBuild rapportaround thesmart deviceScheduleda callbackRemainedconversationalBrandedthe callDidn'tover talkthecustomerAssured thecustomerthat we canassistDeliveredanexceptionalexperienceTailored theempathystatement tothe reasonfor callingRecapped the callprior toending/transferringEnthusedtone fromstart tofinishOwned theresolutionwith positivephrasingProvidedclearinstructionsFollowed theproper 5-point holdprocedureUsedtoolsSharedbestpracticeswith a peerTroubleshootedthe issuebeforetransferringAskedprobingquestionsAsked "if there'sanything else toassist with" priorto transfer/callendingAnswered thecall within 10seconds (micdown vs up)Ready to takethe callMentionedtheoutboundscriptDispositionedthe callproperlyAcknowledgethe customerby their nameReassuredthe customerwith 3 powerwordsSent anACE toa peerCelebratedwins with thecustomer(reassurance)LeftdetailednotesConfirmed thereason forcalling outsideof thecompassionstatementWarmTransferAssistedin thegroupchatBuild rapportaround thesmart deviceScheduleda callbackRemainedconversationalBrandedthe callDidn'tover talkthecustomerAssured thecustomerthat we canassistDeliveredanexceptionalexperience

HERO Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
B
2
N
3
G
4
O
5
O
6
N
7
G
8
N
9
I
10
G
11
O
12
G
13
B
14
I
15
N
16
B
17
G
18
B
19
O
20
G
21
I
22
I
23
O
24
B
25
I
26
B
27
N
28
I
29
O
  1. B-Tailored the empathy statement to the reason for calling
  2. N-Recapped the call prior to ending/transferring
  3. G-Enthused tone from start to finish
  4. O-Owned the resolution with positive phrasing
  5. O-Provided clear instructions
  6. N-Followed the proper 5-point hold procedure
  7. G-Used tools
  8. N-Shared best practices with a peer
  9. I-Troubleshooted the issue before transferring
  10. G-Asked probing questions
  11. O-Asked "if there's anything else to assist with" prior to transfer/call ending
  12. G-Answered the call within 10 seconds (mic down vs up) Ready to take the call
  13. B-Mentioned the outbound script
  14. I-Dispositioned the call properly
  15. N-Acknowledge the customer by their name
  16. B-Reassured the customer with 3 power words
  17. G-Sent an ACE to a peer
  18. B-Celebrated wins with the customer (reassurance)
  19. O-Left detailed notes
  20. G-Confirmed the reason for calling outside of the compassion statement
  21. I-Warm Transfer
  22. I-Assisted in the group chat
  23. O-Build rapport around the smart device
  24. B-Scheduled a callback
  25. I-Remained conversational
  26. B-Branded the call
  27. N-Didn't over talk the customer
  28. I-Assured the customer that we can assist
  29. O-Delivered an exceptional experience